Incident Management Specialist

Your Job

As an Incident Management Specialist (IMS), you will be a part of a team that provides a high level of service to resolve difficult and uncommon IT problems at Koch. You will be expected to provide consumer-focused support by working beyond traditionally defined support boundaries to ensure that the users' support needs are being met. As an IMS, you will learn many IT disciplines, in a practical way, through daily issue resolution. No day will be the same.

• Our Team
• Koch Global Services is the global problem-solver of business needs for Koch Industries. We serve more than 130,000 Koch employees worldwide and partner with 11 Koch companies from a diverse number of industries; ranging from making fabric, glass, and paper products, to manufacturing cell phone components. Since 2003 we have invested over 80 billion in acquisitions and other capital expenditures and are proud to reinvest more than 90% of our earnings back into our companies.
• What You Will Do
• Ensures customers receive proactive, immediate, and high-quality customer service globally
• Utilizes effective & constant communication with stakeholders in all interactions; serve as a single point of contact for tickets, discussing performance measures and metrics, trends, improvement areas, and upcoming changes.
• Demonstrates passion for acting on behalf of the consumer or end user to improve their experience.
• Within the defined user scope, using data mining to identify and regularly report on patterns and acting upon them to identify and resolve trends and problems, escalations, aging tickets, and complex (multi-hop) issues.
• Coordination of necessary resources to drive service restoration for customers or impacted businesses.
• Reacts to escalations quickly and with full ownership to work with the consumer and necessary support teams to resolve the escalation.
• Assists in identifying process improvement opportunities, both within and outside our group.
• Converts working knowledge into documentation; supports and evangelizes Knowledge Centered Support (KCS) methodology.
• Adapts to and drives change; embraces new technologies and enables progress in all aspects of the IT environment.
  
  
  

Who You Are (Basic Qualifications)

• Experience supporting internal and external consumers that have technical difficulties.
• Experience identifying technical support trends within an enterprise environment.
• Experience collecting and presenting KPI measure to key leaders and stakeholders.
• 2+ years’ experience working with the concepts of ITIL framework.
• Experience collaborating with different support teams for escalated issues, owning tickets from beginning to resolution.
• What Will Put You Ahead
• Experience working on process improvement or optimization initiatives.
• Experience collaborating with global teams.
• Experience with Active Directory, SCCM, Office 365, Windows 10 / 11
• Experience in Cloud (AWS EC2/Workspaces), Network support, Application support.
• Experience in scripting/programming/automation.
• Ability to support in French, German, Spanish, or Polish.
  
  
  

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

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At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

“Koch is proud to be an equal opportunity workplace”

• For onsite jobs
• For hybrid jobs
• For Remote jobs